We were dealing with a sales assistant called Laura, everything was fine all the way until the quote process, where our Marketing Assistant picked up on the communication in order to complete the order. Laura's communication has been very poor, as every e-mail that was sent by our Marketing Assistant Laura did not reply to, instead Laura replied to our Marketing Coordinator, as she was cc'd in, Laura had to purposely choose to reply to someone else and not the person who was e-mailing her. Laura was advised she is to communicate with our Marketing Assistant, because she is the one dealing with this order and our Marketing Coordinator is going to be on holiday on Thursday and Friday yet she has sent 3 e-mails to our Marketing Coordinator on both of those days. When our Marketing Assistant e-mailed her asking for proofs so she can approve them before the weekend, as our directors were chasing for this, she got very short and uncourteous replies. Laura quoted us a £35 set up charge for printing on the other side of the fidget spinner on top of what was already paid by our accounts department, yet the invoices we have received were wrong. First we received invoices, for a new total amount following that the adjusted invoice was for a completely different amount than what was quoted. When we called to discuss this with the account department, Thomas was very rude and unhelpful, he spoke to our team in a very patronising manner, insisting it was Laura's mistake. He mislead us to believe this was the case, before saying there is a credit note attached for an amount of £7, we feel like this could have easily been sorted within the first 2 minutes of the call. On the upside, the product received is of great quality. It is a shame the customer service of your representatives lets your company down.
3 years ago

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Alice, Customer Support

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